The Evolution of Work: Enhancing Productivity and Collaboration through Digital Employee Experience (DEX)

EMA's latest research delves into the world of enterprise digital experience (DEX), examining its profound impact on organizational dynamics, productivity, and collaboration. This comprehensive study takes a dual perspective, gathering insights from both IT managers spearheading DEX solutions and the employees utilizing them.

Check out these slides to get key findings from this research, including:
- Challenges and benefits associated with integrated DEX solutions
- The role of MS Teams in amplifying collaboration and DEX
- Navigating the siloed landscape of IT systems
- Strategies for supporting productivity in hybrid onsite and remote work environments

1. | @ema_research
The Evolution of Work:
Enhancing Productivity and
Collaboration through Digital
Employee Experience (DEX)
Dan Twing
President and COO
Enterprise Management Associates (EMA)
Sponsored by . . .
William Schoeppner
Research Director
Enterprise Management Associates (EMA)

2. | @ema_research
Watch the On-Demand Webinar
•The Evolution of Work: Enhancing Productivity and Collaboration through
Digital Employee Experience (DEX)on-demand webinar:
https://info.enterprisemanagement.com/digital-employee-experience-
dex-webinar-ss

•Check out upcoming webinars from EMA here:
https://www.enterprisemanagement.com/freeResearch
© 2023 Enterprise Management Associates, Inc.

3. | @ema_research| @ema_research
Featured Speakers
Dan is responsible for developing and executing
strategic market research, delivering value to IT
organizations through consulting engagements, and
directing product developments and marketing efforts.
Dan joined EMA in 2005 and has over 25 years of
experience in information systems, software
development, and technology outsourcing. Dan focuses
on all aspects of intelligent and automated
management of IT.
Will is an accomplished information technology and
business operations leader with more than 25 years of
experience developing, managing, and leading business
operations, integrated technology, and vendor
management. Prior to joining EMA, he led Strategy and
Performance for the Governor’s Office of Information
Technology as the Deputy Chief Strategy Officer.
© 2024 Enterprise Management Associates, Inc. 3
Dan Twing
President and COO
EMA
William Schoeppner
Research Director
EMA

4. | @ema_research| @ema_research
Sponsors
© 2024 Enterprise Management Associates, Inc. 4

5. | @ema_research
Demographics
IT Managers Survey – n 101
Employees Survey – n 101
Total – n 202
10%
10%
11%
6%
29%
11%
24%
Industry - Manager Survey (Employee
TBD)
Gov/Ed Manufacturing Retail
Telecom/UtilitiesTechnology Health care
Other
19%
25% 26%
15% 16%
0%
5%
10%
15%
20%
25%
30%
Company Size - Manager Survey
(Employee TBD)
16% 16%
57%
6% 5%
0%
10%
20%
30%
40%
50%
60%
70%
IT Role - IT Manager Survey
23%
17%
53%
3% 4%
0%
10%
20%
30%
40%
50%
60%
Role - Employeee Survey
23%
13%
17%
15%
33%
0%
5%
10%
15%
20%
25%
30%
35%
Company Size - Employee Survey

6. | @ema_research
What benefits have you observed as a result of implementing a
digital employee experience (DEX) strategy and solution?
3%
4%
8%
9%
10%
10%
10%
10%
10%
11%
11%
13%
14%
15%
15%
17%
17%
18%
22%
23%
24%
28%
0% 5% 10% 15% 20% 25% 30%
Consolidation of data silos
Efficient HR process
Talent attraction and retention
Personalization of workspaces
Adaptability to changing work environments
Elimination of departmental silos
Improved strategic planning
Competitive advantage
Improved reporting and analytics
Data-driven decision-making
Increased revenues
Enhanced employee engagement
Continuous improvement and innovation
Quicker onboarding and training
Cost savings and operational efficiency
Flexibility and remote work enablement
Compliance and security
Enhanced employee satisfaction
Increased employee productivity
Improved collaboration and communication
Operational efficiency
Faster decision-making

7. | @ema_research
The effort invested in implementing a digital employee experience
strategy and solution was worthwhile.
91%
7%
2%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Agree/strongly agree Neither agree nor disagree Disagree/strongly disagree

8. | @ema_research
What are the most significant inhibitors to workforce productivity and
satisfaction when using business IT services?
27%
30%
32%
32%
39%
42%
48%
52%
0% 10% 20% 30% 40% 50% 60%
Old or outdated technology
Limited flexibility and mobility
System downtime and technical issues
Lack of collaboration and communication tools
Inefficient workflows and integration challenges
Complexity and usability issues
Insufficient training and support
Data security and privacy concerns

9. | @ema_research
When employees access the company’s business systems, what are
the greatest challenges?
0%
50%
100%
150%
200%
250%
Mobile Physical (Company Owned) VitualPhysical (Personally Owned)

10. | @ema_research
When accessing the company’s business systems, what are the
greatest challenges? Employee survey.
0%
50%
100%
150%
200%
250%
Mobile Physical (Company Provided) VirtualPhysical (Personally Owned)

11. | @ema_research
Does your organization’s digital employee experience strategy and
solution have an impact on efficiency? Please select the option that
best represents impact.
89%
8%
3%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Greatly/Somewhat improve
efficiency
Do not have an impact on
efficiency
Greatly/Somewhat have a
negative impact on efficiency

12. | @ema_research
Which measurement is most effective at gauging user experience of
IT business systems?
11%
16%
17%
17%
20%
21%
27%
29%
29%
31%
42%
43%
0% 5% 10% 15% 20% 25% 30% 35% 40% 45%
Adoption rate
A/B tests results (version comparison)
Error rates
Training completion rates
User retention (system)
Load time and performance metrics
Employee retention and engagement metrics
User engagement (system)
Support requests or help desk tickets
Accessibility metrics
User satisfaction surveys
Task success and completion rates

13. | @ema_research
From the list of applications, which one do you think is the most
impactful application on users across your business?
0%
2%
4%
5%
11%
15%
63%
0% 10% 20% 30% 40% 50% 60% 70%
Slack DocuSign
Atlassian Product Suite
Zoom
GitHub
Google Workspace
Salesforce
Microsoft 365 and Teams

14. | @ema_research
Which of the following products that enhance digital employee
experience does your organization currently have implemented?
1%
1%
2%
2%
4%
5%
5%
6%
7%
15%
17%
21%
21%
26%
41%
45%
60%
81%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
Beekeeper
Claromentis
Box
Miro
Jive
Staffbase
Yammer
Trello
Asana
Qualtrics EmployeeXM
Confluence
Service Now
Zendesk
Slack
Salesforce
Google Workspace
Zoom
Microsoft365 and Teams

15. | @ema_research
Which productivity suites are used in your organization?
2%
4%
4%
7%
9%
9%
11%
20%
54%
93%
0%10%20%30%40%50%60%70%80%90%100%
Quip
LibreOffice
OnlyOffice
Apache OpenOffice
Zoho Workplace
WPS Office
IBM Lotus Symphony
Apple iWork
Google Workspace (formerly G Suite)
Microsoft 365 and Teams

16. | @ema_research
What is the overall quality of Microsoft Teams in your organization?
19%
56%
20%
3%
1%
0%
10%
20%
30%
40%
50%
60%
Outstanding Very good Good Acceptable Needs improvement

17. | @ema_research
What is the biggest challenge to using Teams Meeting Rooms?
9%
15%
19%
49%
52%
0% 10% 20% 30% 40% 50% 60%
Incompatibility of conferencing equipment
We do not use Teams meeting rooms
Managing the health of conferencing
equipment (software updates, availability)
Ensuring audio quality for remote participants
Ensuring audio quality for in-room participants

18. | @ema_research
What is your company’s biggest IT challenge in managing and
supporting Teams?
9%
15%
33%
44%
0%5%10%15%20%25%30%35%40%45%50%
Constant firefighting
Fingerpointing about root cause ownership
Troubleshooting and finding the root cause takes too
long
No end-to-end visibility from across all elements of the
Teams communication chain (i.e., endpoint, local
network, service provider network, Teams service)

19. | @ema_research
Has your organization implemented, or does it plan to implement, a
performance or experience management solution for Microsoft
Teams?
19%
33%
48%
0% 10% 20% 30% 40% 50% 60%
Plans to implement a performance or experience
management solution in the next 12-24 months
Plans to implement a performance or experience
management solution in the next 12 months
Already have a performance or experience
management solution for Microsoft Teams
implemented

20. | @ema_research
Which statement best describes your company’s maturity in
providing user experience management for Microsoft Teams?
6%
26%
29%
39%
0% 5% 10%15%20%25%30%35%40%45%
We have no processes or tools in place to manage Teams
performance
We have an integrated tool set with synthetic testing that
lets us proactively find issues before they impact users
We have some tools, but there is no integrated visibility
across the many elements that can impact performance
(i.e., local network, service provider network, endpoint,
Teams service)
We have an integrated tool set that gives integrated
visibility of all the elements that can impact performance
so we can respond to issues quickly

21. | @ema_research
Which statement best matches the remote work policy regarding
your role?
1%
7%
12%
36%
42%
0% 5%10%15%20%25%30%35%40%45%
Digital nomad (employee location is unimportant and
often changes)
Distributed teams (teams are spread across
geographies with a mix of remote and onsite workers)
Full remote (employee works remote from a consistent
location)
Onsite (employee works at specific employer-provided
location)
Hybrid (partially remote – employee splits time between
remote and onsite)

22. | @ema_research
Which types of technology do employees use to access your
organization’s business applications?
28%
41%
55%
85%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
Personally owned physical device (laptop/desktop)
Virtual desktop
Mobile device (phone/tablet)
Company-provided physical device (laptop/desktop)

23. | @ema_research
Please indicate your level of agreement with the following
statement: Employees feel frustrated by tech disruptions and lack of
experience consistency as they move locations and devices.
10%
16%
74%
0% 10% 20% 30% 40% 50% 60% 70% 80%
Disagree/strongly disagree
Neither agree nor disagree
Agree/strongly agree

24. | @ema_research
I feel frustrated by technology disruptions and lack of experience
consistency as I move locations and devices.
39%
26%
36%
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
Disagree/strongly disagree Neither agree nor disagree Agree/strongly agree

25. | @ema_research
Please indicate your level of agreement with the following
statement: IT uses siloed tools to manage different device
experiences, creating discord.
12%
28%
60%
0% 10% 20% 30% 40% 50% 60% 70%
Disagree/strongly disagree
Neither agree nor disagree
Agree/strongly agree

26. | @ema_research
My company uses siloed tools to manage different device
experiences, creating discord.
30%
40%
31%
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
Disagree/strongly disagree Neither agree nor disagree Agree/strongly agree

27. | @ema_research
Please indicate your level of agreement with the following
statement: Other stakeholders are asking IT to create productive,
seamless experiences to support hybrid work.
3%
8%
89%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Disagree/strongly disagree
Neither agree nor disagree
Agree/strongly agree

28. | @ema_research
My company’s IT team creates productive, seamless experiences to
support hybrid work.
10%
15%
75%
0%
10%
20%
30%
40%
50%
60%
70%
80%
Disagree/strongly disagree Neither agree nor disagree Agree/strongly agree

29. | @ema_research
Which statement best describes your organization’s initial desire to
invest in a DEX solution?
16%
18%
25%
42%
0% 5% 10%15%20%25%30%35%40%45%
Measuring employee experience via experience scores
Proactive alerting when critical applications are down
Saving money or cost avoidance via improved issue
resolution, preventing ticket escalation, reduced MTTR
Improved incident management, richer self-service, and
empowered service desk teams

30. | @ema_research
How are IT teams measuring the success of a digital employee
experience implementation?
13%
20%
27%
28%
32%
32%
34%
54%
61%
0% 10% 20% 30% 40% 50% 60% 70%
Hardware lifecycle planning
Optimization of application license investments
Reduced mean time to resolution of tickets
Reduced number of tickets inbound
Improvement in onboarding processes
Improved uptime of apps and SaaS services
Reduced security incidents
Increased employee satisfaction (via surveying)
Increased employee productivity

31. | @ema_research
What were the most significant challenges your organization
encountered when implementing a digital employee experience
strategy and solution?
6%
9%
12%
12%
14%
16%
17%
17%
18%
18%
19%
20%
20%
22%
23%
30%
30%
0% 5% 10% 15% 20% 25% 30% 35%
Application license optimization
No budget/insufficient budget
Lack of cross-functional collaboration (departmental silos)
Executive buy-in
Access to developer tools
Organizational culture
Security MFA issues
Testing and validation
Resource constraints
Customization and configuration
Diversity of employee needs
Employee resistance to change
Consistent user experience across devices/platforms
Quality issues
Integration complexity
Data security and privacy concerns
User training and adoption

32. | @ema_research
What challenges has your organization continued to experience
after implementing a digital employee experience strategy and
solution?
12%
12%
13%
13%
14%
14%
14%
15%
16%
17%
19%
19%
20%
21%
24%
28%
31%
0% 5% 10% 15% 20% 25% 30% 35%
Lack of cross-functional collaboration (departmental silos)
Change management
No budget/insufficient budget
Organizational culture
Accessibility and inclusivity
Testing and validation
Executive buy-in
Resource constraints
Communication
Diversity of employee needs
Consistent user experience across devices/platforms
Customization and configuration
Employee resistance to change
Integration complexity
Quality issues
Data security and privacy concerns
User training and adoption

33. | @ema_research
Please indicate your level of agreement with the following
statements.
3% 3%
1%
11%
14%
11%
86%
83%
88%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
There is a need to fix issues that arise,
and using UEM tools allows for that
resolution (A)
Security policies impact experience,
and using DEX allows organizations to
measure this impact (B)
Resolving security issues quickly (like
outdated app and patch versions) can
also improve performance of devices
(C)
Disagree/strongly disagree Neither agree nor disagree Agree/strongly agree

34. | @ema_research
When reviewing digital employee experience solutions, who is
involved in the selection process for your organization? Please select
a role for each department.
17%
28%
42%
48%
39%
53%
40%
62%
20%
31% 31% 31%
37%
10%
13% 12%
18%
4%
7%
0%
26%
10%
13% 12%
0%
10%
20%
30%
40%
50%
60%
70%
Influencer Decision-maker Financial spending authority Not involved

35. | @ema_research
Please indicate which of the following technology capabilities for
improving digital employee experience you are currently
implementing or plan to implement.
35%
37%
40%
52%
52%
58%
58%
59%
60%
62%
63%
66%
68%
69%
73%
0% 10%20%30%40%50%60%70%80%
Robotic process automation (RPA)
AI-driven personalization
Intelligent observability
Chatbots and virtual assistants
Virtual desktop infrastructure (VDI)
Self-service portals
Learning and development automation
Employee onboarding automation
Endpoint management
Disaster recovery and business continuity
IT service management (ITSM) automation
Workflow automation
Task and project management tools
Performance management solutions
Digital workspace

36. | @ema_research
Change management is critical for long-term success with DEX.
What are some of the change management mechanisms your
company found successful when implementing a DEX solution?
25%
41%
42%
54%
54%
84%
0%10%20%30%40%50%60%70%80%90%
Out-of-the-box reports and widgets to easily
summarize data
Gradual rollout of systems
Extensibility to other enterprise products/platforms
Email communications
Roles-based access to give select team members
access to data
Trainings for IT, employees, and IT help desk

37. | @ema_research
What strategies were most effective in promoting digital employee
experience adoption?
11%
11%
12%
12%
14%
15%
16%
19%
21%
21%
22%
22%
23%
27%
28%
28%
0% 5% 10% 15% 20% 25% 30%
Identify and involve key stakeholders
Share use cases and success stories that showcase the…
Establish a network of champions or advocates
Celebrate milestones
Define key performance indicators (KPIs) to measure …
Secure executive support
Communicate the goals, benefits, and expected…
Tailor training to different user roles
Establish feedback mechanisms
Keep users informed with regular updates
Select a DEX with a user-friendly interface
Comprehensive support (help desk, user…
Begin with pilot programs
Involve users early
Encourage a culture of continuous improvement
Training and certification programs

38. | @ema_research
Which of the following intelligent technologies (e.g., analytics and
machine learning) improve user experience visibility and enable
more rapid problem resolutions?
13%
22%
27%
31%
37%
38%
40%
46%
49%
0% 10% 20% 30% 40% 50% 60%
Natural language generation (NLG)
Cognitive computing
Self-service and chatbot support
Personalization and customization
Proactive issue detection
Predictive analytics
Automation of repetitive tasks
Data-driven insights
Artificial intelligence

39. | @ema_research
I am more productive and effective in my job because of the
flexibility to work remotely.
2%
10%
89%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Disagree/strongly disagree Neither agree nor disagree Agree/strongly agree

40. | @ema_research
Working remotely increases my reliance on IT support to keep digital
tools working properly.
11%
18%
71%
0%
10%
20%
30%
40%
50%
60%
70%
80%
Disagree/strongly disagree Neither agree nor disagree Agree/strongly agree

41. | @ema_research| @ema_research
The EMA DEX Report is Now Available -https://bit.ly/ema-dex-report
© 2024 Enterprise Management Associates, Inc. 41